CCaaS Platform Specialist

Job#: 3056205

Job Description:

CCaaS Platform Specialist:

Client: Big 5 Bank

Location: Hybrid Downtown Toronto, Ontario (2-3 days a week)

Term: 6 month contract, with a focus on contract to hire.

Hours: 37.5 hours/week Monday-Friday, 9:00 am - 5:00 pm –

The CCaaS Platform Developer is responsible for the configuration, customization, integration, and ongoing maintenance of Cloud Contact Center as a Service (CCaaS) solutions. This role ensures the platform is optimized for performance, reliability, and user experience, supporting both day-to-day operations and strategic initiatives within the contact center environment.

This role is critical for ensuring the CCaaS platform is robust, scalable, and aligned with business objectives, enabling superior customer experiences and efficient contact center operations.

Key Responsibilities

• Platform Configuration & Customization
  
  

oConfigure and customize CCaaS platform features such as IVR, call routing, agent desktop, and dialer modules.

oDevelop and maintain workflows, scripts, and automation to streamline contact center processes.

oImplement new features and enhancements based on business requirements.

• Integration
  
  

oIntegrate the CCaaS platform with CRMs, databases, workforce management, and other enterprise systems using APIs and middleware.

oDevelop and maintain data flows between the CCaaS platform and external applications.

• Support & Maintenance
  
  

oPerform regular system updates, patches, and upgrades to ensure platform stability and security.

oProvide technical support to end-users and contact center operations teams.

• Quality Assurance
  
  

oDevelop and execute test plans for new features, integrations, and platform updates.

oEnsure solutions meet quality, security, and compliance standards.

• Documentation
  
  

oCreate and maintain technical documentation, user guides, and process documentation.

oDocument configurations, customizations, and integration points for future reference.

• Collaboration
  
  

oWork closely with BA/BSA. Designers, and vendor partners to gather requirements and deliver solutions.

oParticipate in project planning, status meetings, and cross-functional initiatives.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in CCaaS platform development (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect).
• Proficiency with CCaaS platform APIs, scripting languages, and workflow designers.
• Experience with telephony concepts (SIP, ACD, CTI, IVR).
• Strong understanding of integration techniques (RESTful APIs, middleware, data mapping).
• Familiarity with cloud technologies (AWS, Azure, or Google Cloud).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and documentation abilities.
  
  

Preferred Qualifications

• Experience with front-end frameworks (React, Angular, Vue.js) for agent desktop customization.
• Knowledge of reporting, analytics, and BI tools.
• Certifications in relevant CCaaS platforms or cloud technologies.
• Experience with agile development methodologies.
  
  

Key Competencies

• Attention to detail and quality
• Customer-centric mindset
• Ability to work independently and in a team
• Adaptability to evolving technologies and business needs
• Strong organizational and time management skills
  
  

Apex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.

• Role Type: Current opening
• Location: Ontario
• Hourly Range: $71-80/hr
  
  

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

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Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.